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News room category:End-user Support & Experience
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Why Knowledge Management Systems Fail – and how to fix yours
Getting your Knowledge Management System up to scratch might feel daunting, but once you have the process underway, your time investment will be repaid tenfold. Read my tips for Knowledge Management success to get back on track today. Knowledge Management…
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Dealing with uncertainty: the importance of human experience
As a managed services provider, we know all too well that outsourcing is traditionally seen as a cost-cutting exercise. It’s a view that’s changing fast as companies seek partnerships to improve their access to talent, increase agility, and optimise the…
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End-User Support: How to Tackle the Bad Egg
Do you have a bad egg in your service desk team? Negativity is contagious. Having one team member consistently under-perform can have disastrous effects on everyone’s performance. In recent COVID times with Service Desk teams working remotely and often in…
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Staying Connected as Leaders
We could all be forgiven for looking back on the past year and saying, ‘this isn’t what I signed up for’. As IT leaders, we’ve faced the unique situation of going, almost literally overnight, from operating as single locations with…
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Return to Work (Part 2)
In my previous post, I highlighted some of the considerations and challenges for IT teams as people return to the office. This time, I want to focus on the specific issues of security and compliance. Flexible Working During the pandemic, you…
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Return to Work (Part 1)
Focus: Reshaping IT Services and looking for advantages As a CIO you face a whole set of new challenges as people start to return to the workplace. In particular, you’re going to be dealing with ‘hybrid’ working models – some…
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Which metrics should your IT Service Desk be measuring?
How do you know if your service desk is meeting your SLA? How do you identify training issues and threats to IT stability? Keeping track of key metrics is the key to a smooth and successful IT Support Desk but…
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The anatomy of a perfect incident management journey
Interruptions will happen. Systems will freeze – and no software or hardware is 100% failsafe. These things are facts of life. But it’s not the individual technical incident itself that poses the biggest risk to your organisation: it’s what happens…
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Are you ready for IR35?
On Wednesday 19th of March 2020, the government announced that the changes to the IR35 tax system were going to be postponed for a year. This decision was mainly made to mitigate the impact of coronavirus on the economy. Currently,…
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